MEET YOUR CUSTOMER RETENTION SPECIALIST SAMPrepare renewal reviews and evidence-based recovery plans.
Configure this SAM around your business procedures, approved knowledge and connected tools. Start with a focused workflow and expand its responsibilities as the results justify it.
Design this SAMDescription
The Customer Retention Specialist SAM is a Digital Employee for customer experience teams. Its job: prepare renewal reviews and evidence-based recovery plans. It works from your approved knowledge, keeps a memory of past conversations and hands decisions to the people you name.
Use cases
- Review account signalsHandled by the Customer Retention Specialist SAM and logged for your review.
- identify churn riskHandled by the Customer Retention Specialist SAM and logged for your review.
- draft outreachHandled by the Customer Retention Specialist SAM and logged for your review.
- coordinate account ownerHandled by the Customer Retention Specialist SAM and logged for your review.
How this SAM helps
Review account signals → identify churn risk → draft outreach → coordinate account owner
Knowledge it needs
Add the procedures, examples and exceptions relevant to this role. Assign an owner to keep that guidance current.
You set the authority
Humans approve discounts, refunds and external sends
Track the result
Renewal review coverage
Emotional intelligence
This SAM includes ANNA's emotional-awareness layer. Sentiment recognition reads tone, words and context so it can slow down for an anxious customer, acknowledge frustration and hand over to a named person when a conversation needs a human touch.
- Powered by ANNA — Advanced Neural Network Architecture
- Directed and governed by your AIM System
- Human approval kept for binding decisions
- Full analytics and audit trail
How to reach this SAM
Reach this SAM — and let it reach your customers and team — through the channels you switch on. Access is scoped to the role and the actions you authorise.
- PhoneConfigured to your procedures, permissions and connected systems.
- SMSConfigured to your procedures, permissions and connected systems.
- AIIT Command CenterConfigured to your procedures, permissions and connected systems.
- Mobile SAM ManagementConfigured to your procedures, permissions and connected systems.
- EmailConfigured to your procedures, permissions and connected systems.
- Web chatConfigured to your procedures, permissions and connected systems.
- WhatsApp BusinessConfigured to your procedures, permissions and connected systems.
- Microsoft TeamsConfigured to your procedures, permissions and connected systems.
- Human handoverConfigured to your procedures, permissions and connected systems.
- Custom channelsConfigured to your procedures, permissions and connected systems.
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Start a conversation about customer retention specialist.
Tell us what you want to improve. Your enquiry will go directly to the AIIT team in Auckland.